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Senior Manager, Customer Support (Contract till 31 December 2027)
Full-time
Health Promotion Board (HPB) is committed to inspiring a healthier Singapore, engaging citizens across online and offline touchpoints including a contact centre, corporate website, social media, and the Healthy 365 mobile app. As part of a transformation journey, HPB is looking for a contact centre technical specialist responsible for assessing, recommending, and implementing tech solutions, including AI and digital touchpoints, to optimise service delivery.
What You Will Be Working On
Assessment and Recommendation of Technology to Optimise Service Delivery
Assess current contact centre technologies, processes, and workflows to identify areas for improvement.
Research, evaluate, and recommend strategic technologies, vendors, and solutions to enhance self-help capabilities, efficiency, and satisfaction.
Provide expertise on implementation of digital GenAI solutions for self-help optimisation.
Vendor Management
Collaborate with IT, contact centre vendors, and programme teams to define technology requirements.
Lead the vendor selection process, including tender specifications, proposal evaluation, and vendor interviews.
Manage vendor relationships including performance monitoring, contract management, and issue resolution.
Technology Implementation
Drive implementation of digital touchpoints such as WhatsApp and Chatbots to support channel migration.
Oversee deployment, integration, user adoption, Day 2 enhancements, and user acceptance testing in line with Risk and Compliance guidelines.
Training Support and Performance Management
Provide training and support to contact centre staff on new technologies and processes.
Monitor key performance metrics and conduct user feedback sessions to assess effectiveness and identify improvements.
Stay updated on emerging trends in contact centre technology, particularly digital and AI solutions, and develop technology roadmaps.
What We Are Looking For
Minimum Bachelor's Degree in Business Administration, Information Technology, or equivalent; candidates with at least 6 years of relevant experience will be considered.
Experience assessing, recommending, and implementing technologies within a contact centre or operations environment, with a focus on digital AI solutions and self-help optimisation.
Proven track record in providing training and support for technology adoption.
